Published policy

Customer Grievance Redressal Policy (v2.1)

Designated Grievance Officer details, three-tier escalation framework, statutory turnaround times, and consumer protection governance.

Slug: grievanceEffective: 2026-08-20Published: 8/20/2026Statutory & Rulebook Codified

Customer Grievance Redressal Policy

Subidha Furniture is committed to prompt, respectful, and effective resolution of all customer concerns, complaints, and disputes.

1. Grievance Redressal Framework

In compliance with the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020, Subidha Furniture maintains a structured 3-Tier Grievance Redressal Framework:

Tier 1: Showroom Service Desk & Support Portal

**Intake**: Service requests and complaints can be lodged via the customer portal, email, or in person at the Asansol showroom service desk.
**Turnaround Time**: Initial response and ticket issuance within twenty-four (24) hours. Target resolution within three (3) to five (5) business days.

Tier 2: Designated Grievance Officer

If a grievance is unresolved at Tier 1 or the customer is dissatisfied with the proposed remediation, it escalates to the Grievance Officer:

Need transaction-specific confirmation?

Please confirm invoice, EMI, refund, warranty, delivery, and compliance terms with the branch before payment.

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**Grievance Officer**: Pradip Roy (Proprietor & Grievance Head)
**Official Address**: Subidha Furniture, South Dhadka Sukantapally, Near Rupkatha Cinema Hall, Dakhin Dhadka, Asansol, Paschim Barddhaman, West Bengal 713302.
**Direct Email**: `grievance@subidha.com` (or via official contact portal)
**Phone**: Branch Support Desk / +91-XXXXXXXXXX
**Turnaround Time**: Formal acknowledgement within forty-eight (48) hours; comprehensive written resolution within seven (7) business days.

Tier 3: Executive Escalation & Arbitration

If the dispute remains unresolved following Grievance Officer review:

The customer may request executive management review;
Alternatively, parties may mutually refer the dispute to mediation or arbitration under the Arbitration and Conciliation Act, 1996, seated in Asansol.

2. Customer Rights Under Consumer Protection Law

Customers possess the statutory right to:

Receive authentic, unadulterated furniture conforming to specifications on the invoice or contract;
Receive transparent, itemized receipts for all monetary payments;
Access complete records of their contracts, payment history, and warranty statuses;
Fair assessment of warranty claims and return requests without arbitrary dismissal.

3. Record Keeping & Auditability

All customer complaints, technician reports, email correspondence, and final resolution letters are archived in the Customer 360 database, maintaining an auditable compliance record for three (3) years.

Legal usage note

Published policy text is for customer clarity, operational governance, and statutory compliance.
Contracts, tax invoices, receipts, and audited delivery records remain the canonical transaction source.
For contract-specific clarifications, contact the Subidha Furniture showroom administration.

Customer Grievance Policy